Complaint: ***I am rejecting this response because:
The reply from Esurance supports the claims that I clearly outlined in my initial complaint. My concerns and expectations remain unaddressed.Sincerely,*** ***
To whom it may concern:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer review regarding the handling of a claim on a personal automobile policy
This loss occurred on January 17, 2018, and was filed with Esurance on January 22, 2018, by Progressive on behalf of MsHodgesThe Esurance adjuster secured a statement from MsHodges on this same date and scheduled her vehicle for inspection at Service King in Lawrenceville
On January 26, 2018, Service King uploaded the estimate and pictures, for $2,After reviewing the estimate, the approved amount was $1,because there was a question as to whether or not the damage to the rear left quarter panel was related to the accidentThe estimate was received with no pictures of the left rear door area to confirm whether or not the damages were relatedEsurance issued payment in the amount of $1,to the body shop on February 1,
MsHodges called Esurance on February 12, 2018, to advise Progressive had accepted the entire estimateEsurance requested pictures from Progressive, who advised they had video only and could not assist us in supporting the damages relating to this loss
MsHodges confirmed on February 19, 2018, that she was going to let Progressive handle her damagesThrough subrogation, if Progressive can provide pictures of the rear door, confirming damage to all panels from the left front fender, front door, rear door, and the quarter panel, Esurance will consider the entire estimateHowever, with lack of support, Esurance cannot consider the damages to the rear panel as related to this lossProgressive has confirmed they are waiving MsHodges deductible so she will not incur any out of pocket expenses
Thank you for the opportunity to respond to this complaint
Sincerely,
Amy ***
Branch Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 6, 2015/06/09) */
June 9,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
W
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the complaint submitted by *** W regarding payment on the above referenced private passenger *** policy
Esurance records indicate that Ms*** purchased this policy on April 30, 2013, to be effective May 1, At the time of purchase, and at each renewal thereafter, Ms*** accepted the terms and conditions of the policy, in which the insured declares that the Policy Declarations Page is accurateAlso at the time of purchase and going forward, Esurance was authorized to charge the method of payment provided for the remaining payments in the policy term in accordance with the payment schedule, as well as all future payments upon renewal or a change to the policy
On January 6, 2015, Ms*** contacted Esurance to notify of her move to the State of ***Ms*** did not have time to discuss the details of her move, but asked that Esurance update her contact information to reflect her move to ***The underwriting department was notified of the out of state address change and Ms***'s New York Policy was scheduled to non-renew effective May 1, 2015, as the insured has moved out of state
On March 16, 2015, Ms*** called Esurance to discuss the notice of non-renewalMs*** told the underwriter that she ended up not moving out of stateMs*** was advised at that time to provide proof of address for her current New York residence
By March 27, 2015, the underwriting team had received acceptable confirmation of residency and updated Ms***'s address information to New York, and reinstated the policySince Ms***'s policy was reinstated, a Renewal Offer was provided and a payment schedule was created showing a renewal down payment of $468.00, due on May 1,
As the policy was now reinstated, Esurance continued to attempt to resolve the identified underwriting concerns on Ms***'s policy and requested clarification regarding business use of the vehicle, as well as a newly discovered, possible additional driver, *** ***Ms*** confirmed that she had closed her business and that her son, *** ***, did not have a driver's license or permit, and was away at school in ***Esurance requested that Ms*** provide a copy of her son's state identification card in order to verify license status
On March 31, 2015, the underwriter sent an email reminder to Ms*** to provide the driver information for her son to verify his license statusThe notice requested that the information to resolve this underwriting concern be submitted for review within ten daysThis notice also stated that if there was no response, the policy could be cancelled, non-renewed, or changes could be made to the policyMs*** spoke with the underwriting team on this same date, in which Ms*** stated again that her son did not have a license or permit and indicated that she would provide the requested information
Esurance did not receive the information from Ms***, therefore, the underwriting team attempted to contact Ms*** by telephone on April 6, 2015, and April 8, 2015, but were unable to speak with herOn April 13, 2015, the underwriter verified that *** *** had a valid driving permit, therefore, he was added as a driver on Ms***'s policyAn email notification was sent to Ms*** notifying her of the change that had been made to her policy, as well as the change in premiumA premium adjustment notice was also sent to Ms*** on this same date, showing the additional amount of $52, for adding her son as a driver on her policy, due on May 1,
Also on April 13, 2015, Ms*** contacted the underwriting team to ask why her son was added to the policy since he was away at schoolThe underwriting team advised Ms*** that since her son was a household member and had a valid permit, he would need to be added as a driver unless he had a vehicle and auto insurance of his own, or was no longer in the householdMs*** was advised to provide school documents showing that her son was away at school
On May 1, 2015, Esurance attempted to collect the renewal payment of $468.00, plus the additional premium due of $526.52, which is a total of $Unfortunately, Ms*** did not provide the requested school documents to remove her son from the policy, elected not to pay the increase in premium for the change made to her policy, and did not make the down payment to renew her policy with EsuranceMs***'s coverage with Esurance expired May 1, 2015, with an outstanding balance of $A final payment notification was issued to advise that this premium was due and was subsequently collected on May 23,
On June 4, 2015, Ms*** provided the requested school documents showing that her son was attending school in *** until May 4, Esurance removed her son from the policy effective the date he was added, which will result in a refund of the additional premium previously collected
Thank you for allowing us the opportunity to respond to this complaintSupporting documentation is available upon request
Sincerely,
*** ***
Underwriting Supervisor
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Business Response /* (1000, 5, 2015/12/01) */
December 01,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
RE:
Case Number:
XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAMN-XXXXXXX
Claim Number: WIS-XXXXXXX
Date of Loss: October 18,
NAIC Number: XXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please be advised that Esurance Insurance Services Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint filed by *** *** regarding a claim on a private passenger *** insurance policy
On October 18, 2015, Ms*** reported that her Buick Lacrosse was stolen while visiting in Chicago, ILMs*** indicted that she is a resident of Minnesota
On October 19, 2015, Esurance spoke to Ms*** and immediately put Ms*** in a rental vehicle due to the circumstances of the lossEsurance also made the decision to reimburse Ms*** the fees associated with obtaining the one way rental back to MinnesotaOur procedure on a theft claim is to do rental on a reimbursement basis, however Ms*** indicated this was an additional expense she did not anticipate therefore as a *** *** gesture Esurance sent her a reimbursement check
Esurance was not aware of the exact location of the vehicleOn October 22, 2015, the police department notified Esurance that the vehicle had been recovered and that the owner had signed a recovery notice and had picked up the vehicleEsurance made continuous efforts to confirm this with Ms*** through phone calls and email
On October 30, 2015, Ms*** contacted Esurance and indicated that she had been tied up at work and did not have the vehicle in her possessionMs*** indicated that she had mailed the keys via UPS Priority mail to a friend in Chicago however the package had not arrivedMs*** said she was working with the post office to locate the packageMs*** advised that she would go to Chicago to pick up the vehicleEsurance made continuous efforts to confirm if Ms*** had secured her vehicle
On November 10, 2015, Esurance contacted Ms*** and she indicated that she was not allowed to pick up the vehicle without the title or registrationMs*** advised Esurance that she did not have either of the documents in her possessionEsurance contacted the Impound Yard and confirmed they would not allow anyone to pick up the vehicle without proof of ownership
Esurance made calls to the lienholder to see if we could obtain a copy or have them send a copy of the title to the Impound yard to have the vehicle released
At this time Esurance has assisted Ms*** with what we can by reimbursing her expenses incurred and supplying the rentalThe concern at hand is that the Impound facility will not release the vehicle without proof of ownershipOnce Ms*** provides the Impound facility with proof of ownership we can assist with getting the vehicle moved to a shop to have an estimate done
Thank you for allowing Esurance the opportunity to respond to this inquiryIf you have any questions or require additional information, please direct any future correspondence to *** ***, Compliance Analyst, at P.OBox 2890, Rocklin, CA, XXXXX or by email to ***@esurance.com
Sincerely,
*** ***
Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/09/30) */
September 30,
Revdex.com
Attention: Dispute Resolution Department
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PAKS-XXXXXXX
Claim Number: DEN-XXXXX
Date of Loss: 08/31/
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above referenced claim for a private passenger *** policy
In his complaint, Mr*** *** is unhappy with the adjuster handling of his claim
Esurance records indicate the above referenced policy was purchased on August 31, 2015, with the same effective date, with a six-month policy term for the full term premium of $1,The policy provided coverage for a Ford Fiesta SE and Mr*** as a single operator
On September 1, Esurance received notice this loss was reported, by the insured, Mr*** ***The insured reported that he had been rear ended and that the other vehicle fled the scene of the accidentMr*** reported that the loss occurred on August 31, 2015, which is the same day he purchased the automobile policyDue to the lack of independent verification of the date and time of loss, and the proximity of the loss to the policy purchase, Esurance issued Mr*** a Reservation of Rights letter informing him further investigation was of this claim is required
In order to help us establish a timeline and verification of Mr***'s story, Esurance requested photographs of the vehicles damage and copies of his cell phone recordsEsurance was informed that Mr***'s the cell phone records would not become available on September 29, Esurance later found that the vehicle was uninsured for at least several weeks prior to the purchase of the Esurance policy
Due to the fact that a loss was reported to occur immediately after the policy was purchased, and there is no independent verification of when the loss occurred, it is imperative that Mr*** cooperate with the ongoing investigation, so that a coverage determination can be madeEsurance continues to await copies of the original photograph files from Mr***, as well as the cell phone records as previous requested
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to ***, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Claims Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Complaint: ***I am rejecting this response because: its pretty much a pack of lies, as expectedlook at the stained, average seats in pictures, look at my faded hood, as they say, no fade at ALL, NONE!!look at the cracked, scratched and damaged dashboardsnobody told me my civic is a total loss except esurancemy civic is an easy repair, nothing is wrong with, its much cheaper to call it a total lossbody shop offered $WRECKED, go figuresame body shop said they can fix it for $2245, but esurance wants the cheap way out! look at the pictures of my car, LOOK IN REPORT at the trash which was used for comparable(last picture), end of story! not wasting any more time giving these crooks engine receiptsmy car is in excellent condition, the report is a intentional lie! LOOK AT THE PICTURES OF MY CAR! im years old and have owned close to or different hondasi paid $for this one because it was like new! look at the seat pictures,,look how average this year old car is,,,,what a bunch of lies!!! the report from CCC is owned by esurance, whom is owned by allstate,,,all three run the same scam reports!!! run the scam on somebody else, I know what my car is worth!! $$2245,,,write the check!!! mpowell, and I quote, when I told him I sent to REAL comparable, which were $and $dollar, he told me the comps must be from boca raton or surrounding areamine out of town comps are no goodi said wpowell, go read your own report you sent me,,,lolone of his comp is from UTAH??? here is a search nationwide by auto trader, look at the results, look at what esurance says my car is worth!!!Price Range of Results civic: Highest: $3,995 | Lowest: $1,700 | Average: $2,848....ESUANCE=$1100....*** NO THANKS
CCC Settles Class Action Suit on Valuation of Total Loss Vehicles
***Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PANCXXXXXXX
Claim Number: FLAXXXXXXX
Date of Loss: August 7,
Insurance Company: Esurance Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Insurance Company is in receipt of the above referenced complaint regarding delays in settlement for a claim made on a private passenger *** policy
Mrs*** submitted a claim to Esurance for damages to an unlisted vehicle reportedly being operated by Mrs*** on Friday August 7, 2015, the same date that the loss occurredAn inspection of the vehicle was completed on Monday, August 10, Esurance received a repair supplement on August 25, 2015, and Mrs*** was notified that payment would be issued directly to her body shopPayment was then mailed the following day
Mrs*** will need to coordinate the authorization and commencement of repairs with her body shopEsurance has not hindered the repair process in any way and payment was issued in a timely manner
Esurance apologizes for any misunderstanding which took place during the handling of this claimEsurance made good faith efforts to pay the claim in a timely fashion, and notify the involved parties of the applicable payments
Sincerely,
*** ***
Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Business Response /* (1000, 5, 2015/10/27) */
October 27,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAAZ-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint
On February 3, 2015, Esurance issued the DriveSense Discount Program notice that indicated the following:
If you opt out of the Program or if your policy is canceled, you must return the Device to usThe device must also be returned after one full policy term of driving data been collectedIf the Device is not returned to us, you may be subject to a re-stocking fee of $per unreturned DeviceIf the fee is charged, it can be refunded or reversed if the device is returned within days of opting out of the Program, within days after one full policy term of driving data has been collected, or within days after your policy cancellation, which ever comes firstA pre-paid return label will be provided to you to return the Device
On September 21, 2015, the insured requested to cancel the policy effective November 9, 2015, and a return label was sent to the insured via email
On October 6, 2015, when the DriveSense Device was not received, Esurance charged the account on file in the amount of $for the restocking fee
On October 9, 2015, the insured contacted Esurance to inquire about the $restocking fee for the DriveSense deviceEsurance indicated that a return label was sent to her and that the fee can be reversed when the DriveSense device is received by Esurance
On October 15, 2015, Esurance received the DriveSense device
A refund of the restocking fee in the amount of $was refunded on October 23,
Esurance sympathizes with the insured's frustration; however, the restocking fee was disclosedEsurance is unable to reimburse the overdraft fees
If you have any additional questions please contact our office
Sincerely,
***
***
Senior Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Dear Dispute Resolution Specialist:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding payment to a
lienholder for a claim made on a private passenger automobile policy
This loss was reported by *** *** on March 12, Esurance scheduled an appraisal this same date, and the vehicle was inspected on March 16, 2018, at Gerber Collision on Metro Parkway in *** ***, FloridaThe total estimate was $8,Based on that amount of damage, it appeared that Mr***s vehicle was a total loss
Esurance spoke with Ms*** on March 19, 2018, and advised her that a review of the estimate would be completed, and if the vehicle was declared a total loss, Esurance would contact her to discuss the settlement process
On March 21, 2018, the assigned adjuster spoke with Ms*** and advised her that their vehicle was a total loss and that Esurance was preparing the total loss evaluation in order to resolve her claim
On March 22, 2018, the material damage representative spoke with Ms*** to advise her that the file had been assigned for re-inspection to reconfirm whether the vehicle was a total lossEsurance re-inspected the vehicle and made the final determination that their car was a total loss
On March 23, 2018, the assigned adjuster spoke with Ms*** confirmed that the vehicle was a total loss, explained the total loss settlement process, and provided Ms*** with the total loss settlement value
On March 26, 2018, the total loss specialist called Ms*** lien holder *** *** *** *** *** *** to secure the letter of guarantee needed to issue payment to themThe representative indicated that they would not provide a verbal loan balanceEsurance sent a written letter of guarantee request via fax to *** that same date
Having not yet received the letter of guarantee, the total loss specialist called *** on April 5, 2018, to check on the statusEsurance was advised by *** ** *** that they were working on letter of guarantee requests from March 24, 2018, and that Esurance would receive the letter of guarantee in 1-business daysEsurance spoke with Ms*** immediately thereafter and advised her of the status of the letter of guarantee
On April 10, 2018, Esurance spoke with Ms*** again and advised her that the letter of guarantee had not yet been receivedEsurance again reached out to *** to check on the status*** at *** advised that they were working on requests from March 27,
On April 12, 2018, Esurance received the letter of guarantee from *** and issued payment to *** *** and *** in the amount of $5,Esurance also issued a payment to Mr.*** in the amount of $one that same dateEsurance spoke with Ms*** to advise her of the payments being issued
On April 13, 2018, Esurance received the power of attorney and odometer statement from Ms*** and the final total loss payment was issued to Mr*** in the amount of $
On April 16, 2018, Esurance spoke with Ms*** to acknowledge her inquiry and to ensure that her claim was now resolvedMs*** indicated that she was under the impression that the lien holder had yet to be paidEsurance confirmed for her that payment had been issued to *** on April 12, 2018, as noted above, and that Esurance reached out to *** again today and was advised by *** that they haven’t yet received the paymentEsurance advised Ms*** that continued calls will be made to *** every day until we have confirmed their receipt of the check and I will call Ms*** to advise her of same
Esurance strives to provide excellent customer service and apologizes that Ms***’s experience has been less than satisfactoryThank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ** *** JrCPCU
Branch Claims Manager
Esurance Insurance Services, Inc.On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/06/15) */
June 15,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
***
Named Insured: *** ***
Policy Number: PA**XXXXXXX
Insurance Company: Esurance Insurance Company of New Jersey
Dear Ms***:
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company of New Jersey, acknowledges receipt of the consumer complaint submitted by *** *** regarding the cancellation of the above referenced private passenger *** policy
Esurance records indicate that this policy was purchased on December 5, 2014, to be effective on this same dateAt the time of purchase, Ms*** accepted the terms and conditions of the policy, which states, "To keep your Policy current and avoid cancellation, your payment must be received by its due date."
Also at the time of purchase, Ms*** opted to pay the insurance premium in monthly installments and authorized Esurance to charge the method of payment provided for the down-payment, as well as all future payments upon renewal or a change to the policyA payment schedule was established for the payment to be due on the fifth of each month
On January 3, 2015, Ms*** contacted Esurance to add a vehicle to the policyDuring this phone conversation, Ms*** requested that the method of payment on file be removedEsurance explained that by revoking payment authorization, payments would no longer be collected automaticallyMs*** was advised to contact Esurance in order to make a payment to the policy to avoid cancellation for non-payment of premium
The payment due on March 5, 2015, was not received, therefore, a Notice of Cancellation for non-payment of premium was issued to be effective on March 25, A payment was not received prior to March 25, 2015, and the policy was cancelledA final invoice was issued showing the outstanding balance of $for the coverage provided between December 5, and March 25,
Ms*** contacted Esurance on March 31, 2015, to make a paymentEsurance did erroneously accept payment for only the outstanding balance due in order to reinstate the policyEsurance also made an exception to backdate the reinstatement of the policy to March 25, 2015, so that Ms*** would not have a lapse in coverage
The non-payment of premium and subsequent cancellation of the policy did delay the Renewal Offer and invoicing for the renewal policyOnce the policy was reinstated, a Renewal Offer was providedThe renewal payment and final installment payment for the current policy term were due on May 5, 2015, as scheduled
On May 5, 2015, a payment was not provided, therefore, a Notice of Cancellation for non-payment of premium was issued to be effective on May 25, A payment was not received prior to May 25, 2015, and the policy was cancelledA final invoice was issued showing the outstanding balance of $for the coverage provided from March 25, to May 25,
Thank you for allowing Esurance this opportunity to respond to the complainant's concernsEsurance is sorry to lose Ms*** as a *** and hopes that Ms*** is able to purchase another policy in the future
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company of New Jersey
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Esurance failed to accommodate myself as the *** especially when recorded phone calls were listened to stating that the policy was paid offThe recorded phone calls were listened to by a supervisor and the supervisor acknowledged that the phone call listened to stated that the representative of Esurance did indeed give myself wrong information of the policy being paid offI have gotten another policy with a credible insurance company and will not be returning to EsuranceI am an EMT for the state of ** and can not afford to have my vehicle without insurance as I respond to calls with my vehicleI a, extremely disappointed with Esurance
Final Business Response /* (4000, 9, 2015/06/24) */
June 24,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PA**XXXXXXX
Insurance Company: Esurance Insurance Company of New Jersey
Dear Ms***:
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company of New Jersey, acknowledges receipt of the consumer rebuttal submitted by *** *** regarding the cancellation of the above referenced private passenger *** policy
As previously stated, Esurance did erroneously accept payment on March 31, 2015, for only the outstanding balance due in order to reinstate the policyEsurance apologizes for any miscommunication during that phone conversation, but the representative did advise that an invoice would be provided within hours for the payment due in MayOn that same date, an invoice was issued for the remaining balance of $due on May 5, Also during that conversation, Esurance made an exception to backdate the reinstatement of the policy to March 25, 2015, so that Ms*** would not have a lapse in coverageEsurance was unable to make further accommodations regarding the unpaid premium as the amount due is for the insurance coverage provided and the current policy term must be paid in full before the renewal term can be issued
Esurance is, however, willing to discuss payment arrangements for the remaining balance dueIf Ms*** would like to pursue this option, she may contact Esurance at X-XXX-XXX-XXXXAgain, Esurance is sorry to lose Ms*** as a *** and hopes that she is able to purchase another policy in the future
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company of New Jersey
Final Consumer Response /* (2000, 11, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be contacting Esurance sometime and will ask to speak to *** the Compliance analystThank you
Initial Business Response /* (1000, 6, 2015/06/11) */
June 11,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite ***
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
***
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the complaint submitted by *** *** regarding the above referenced private passenger *** policy
Ms*** purchased this policy on November 2, 2014, to be effective November 3, At that time, Ms*** was listed as the only driver in the householdMs*** agreed to the terms and conditions of the policy, which declares that all drivers in the household have been listed on the policy, including any regular or frequent operators of the vehicle(s) and that any business or commercial use of the vehicle(s) has been disclosed
On May 27, 2015, Ms*** contacted Esurance to report a loss that occurred on May 25, After the claim was filed, MsCaraballo contacted the *** *** team to have her spouse added as a driver on her policyMs*** provided the first and last name of her husband as *** ***
During the claims investigation, it was discovered that Mr*** (later known as Mr***) was not listed as a driver on MsCaraballo's policy at the time of loss, but may have had regular or frequent use of the insured vehicleA review of the policy was completed and an underwriter discovered another possible driver in the household: *** *** The vehicle usage is also a concern because Mr*** holds a Class E license for taxi or livery ***
Esurance requires all household members to be listed on the policy, unless those household members are unlicensed or have their own insuranceOn May 27, 2015, an email was sent to Ms*** regarding the possible additional driver and usage of the vehicleThe notice requested the information and/or documentation to resolve the underwriting concerns be submitted for review within ten days
On May 28, 2015, Ms*** contacted the underwriting team by telephone to discuss the underwriting concernsMs*** informed Esurance that *** *** was her mother, who lived upstairsAt that time, Ms*** requested that the last name of the listed driver, *** *** be updated to *** ***The Esurance associate provided Ms*** a questionnaire regarding business use of the vehicle and explained that because MsCaraballo's mother has a driver's license and access to her home and vehicle, Esurance would need to add her as a driver or receive proof of other automobile insurance
On June 2, 2015, Esurance reached out to Mr*** to discuss the underwriting concernsSince Mr*** had stated that Luz Caraballo was unable to leave her home and did not wish to provide any information, Esurance offered to do a conference call to assess *** *** ability to drive the insured vehicle to help resolve the potential unlisted driver concerns on the policyMr*** requested that the conference call be completed at a later time and indicated that he would call back later that eveningUnfortunately, neither Mr*** nor MsCaraballo called the underwriting team to complete a conference call with *** *** The business use questionnaire has also not been received
On June 5, 2015, due to the correction of Mr***'s last name, Esurance was able to review and update Mr***'s driving record historyThis policy correction resulted in a premium increase from $1,to $3,MsCaraballo and Mr*** were notified of the change in premium on their policy
On this same date, Mr*** contacted the underwriting team to discuss the change in premiumMr*** had already submitted his complaint to the Revdex.com (Revdex.com) and asked to include the explanation for the premium increase and his objection to the premium increase in the company response to the Revdex.comMr*** also requested to stop any further premium payments to Esurance and requested a review by the Rating Department to ensure that the new premium amount was correctThe Rating Team provided Mr*** and MsCaraballo the requested detail, showing the current premium amount due, and confirmed that it was correct
Again, Esurance requires that all household members be listed on the policy, unless those household members are unlicensed or have their own insuranceEsurance strives to offer excellent *** to all of its customers and apologizes if Mr***'s and MsCaraballo's experience has been less than satisfactory
Esurance appreciates the opportunity to respond to this complaintSupporting documentation is available upon request
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Consumer Rebuttal /* (3000, 8, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On May 27, while processing a rental vehicle, it was discovered that ***, *** *** was inadvertently omittedEsurance apologised, and had the included incdedThe premium remains $1,On June 02, 2015, Esurance contacted us requesting that we have the name of one Mrs Caraballo who lives on Apartment included in our policyWe saw no rationale for this, we explained, and concludedThereafter, on June 05, 2015, We received a notice inflating our premium from $to $3,This we consider too much unreasonableRegards
Final Business Response /* (4000, 10, 2015/06/23) */
June 23,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the consumer rebuttal submitted by *** *** regarding the premium increase of above referenced private passenger *** policy
As previously stated, on May 27, 2015, MsCaraballo contacted Esurance to add her spouse to the policyMsCaraballo provided the first and last name of her husband as *** Elikwu and did not disclose any driving record incidentsUnfortunately, due to the naming discrepancy *** vs***), Esurance was unable to manually verify the driving record at that timeOnce the name was corrected, Esurance was able to verify the driving record and correct the rating of the policy, which caused the premium to increase
Also previously stated, Esurance requires that all household members be listed on the policy, unless those household members are unlicensed or have their own insuranceEsurance needs current insurance verification for *** *** as she resides in the household and may have regular access to the insured vehicleIf MsCaraballo does not have a driver's license, Esurance can review her New York State Identification card to consider her unlicensedIf Ms*** no longer resides at the policy address, Esurance simply needs verification of her new address, such as a current utility bill in her name showing her *** address
Esurance empathizes with any policyholder that experiences a premium increase, however, Esurance is required to following their filed rates and rulesEsurance must treat all policyholders the same and cannot make exceptionsEsurance strives to provide excellent customer service and is sorry if Mr***'s experience was less than satisfactory
Esurance appreciates the opportunity to respond to this complaint
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Final Consumer Response /* (4200, 12, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The name *** Elikwu *** remains as embedded in my Driver LicenseNo aliases as inferred by Esurance
We live in Apartment while *** *** lives in apartment with her familyIt is not a ,
feasible task for us to retrieve any information from her
While thanking Esurance for her empathy, we wish to submit that the reason for the astronomical increase in the policy is related to our inability to furnish Esurance with *** *** particular recordsI guess Esurance knows this to be illegalIt has nothing to do with my driving recordsIf my driving
records were that bad as to warrant such a colossal and counterblow action, NYS would have revoked my license
While not asking, Esurance to make an exception, her present position is not fair to the constituent elementsIt is not the truth, and it will not build goodwill to all concerned
very truly yours
*** ** ***
Initial Business Response /* (1000, 7, 2015/10/28) */
October 28,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In her complaint, Ms*** states that her daughter did a quote to add herself and her vehicle to this policy and Esurance then required her to be added to the policy
Esurance records reflect that Ms*** contacted Esurance on October 02, 2015, and requested a quote to add her daughter and her daughter's vehicle to the policy
On October 07, 2015, Esurance discovered through the use of public records (Lexus Nexus) that we may not have the most current address for Ms*** and that multiple additional drivers may reside in the householdEsurance contacted Ms*** that same date and requested additional information to resolve the underwriting concerns
On October 19, 2015, Esurance added Ms***'s daughter to the policy as we had not received the requested information to resolve the underwing concern
On October 22, 2015, Esurance received the requested information from Ms*** and her daughter was removed from the policy
At this time all outstanding underwriting concerns have been resolved and Ms***'s' daughter is no longer listed on the policy
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 9, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There lying I never contacted Esurance the agent and my daughter called me at workInformation was sent to them I have the confirmation fax each time I sent itThey still didn't answer the question about the excluded driver and they said Michigan did not exclude drivers which I pasted a copy to the emailMrs***
Final Business Response /* (4000, 11, 2015/11/16) */
November 16,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by *** *** regarding the above referenced personal automobile insurance policy
In her rebuttal, Ms*** states that she did not contact Esurance on October 02, Esurance and Ms***'s daughter conferenced called Ms*** on that date
Ms*** also states that Esurance did not offer to exclude her daughter when she asked if it was an available optionEsurance does not have a filed exclusion in the state of Michigan and as such, no exclusion could be offered
At this time all outstanding underwriting concerns have been resolved and Ms***'s' daughter is no longer listed on the policy
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/06/12) */
June 12,
Revdex.com
Attention: *** ***
*** *** Suite ***
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PACA-XXXXXXX
Claim Number: ESU-XXXXXXX
Date of Loss: 02/15/
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint
Esurance records indicate that the insured is not pursuing a claim against her own Esurance policyRather, she was looking for an update on the status of the claim in general
On May 29, 2015, Esurance left a message for Ms*** asking her to contact Esurance if she had additional questions or concerns
On June 1, 2015, Ms*** spoke with the Claims Branch Manager and indicated that all of her questions had been address to her satisfaction
Thank you for the opportunity to address the insured's concerns
Sincerely,
*** ***
*** ***
Assistant Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/11/03) */
November 3,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PACA-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint
At time of policy purchase, the insured indicated that the Corvette was driven miles per yearThe Annual Mileage Verification Form was issued with the policyThis document requested verification of low annual mileage in order to qualify for a special rate
On October 8, 2015, Esurance sent an email to the insured requesting verification of the low annual mileage
On October 14, 2015, the insured contacted Esurance and provided the odometer and annual mileage information to EsuranceThe annual mileage increased based on the information that the insured providedThe premium increased and the insured cancelled the policy effective October 16,
Esurance records indicate that the earned premium in the amount of $was the correct premium to provide coverage from October 1, 2015, through October 16, This premium is $$per day for both vehicles
If you have any additional questions please contact our office
Sincerely,
*** ***
*** ***
Senior Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not say I drove the corvette miles per year in the original conversation
Final Business Response /* (4000, 9, 2015/11/24) */
November 24,
Better Business ***
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PACA-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced additional correspondence
At the time of policy purchase, the insured accepted the terms and conditions of the policyThe insurance application is located within the terms and conditions and states that the vehicle is driven miles annually
The insured can contact *** *** at XXX-XXX-XXXX if she has further questions
Thank you for the opportunity to respond to this additional correspondence
Sincerely,
*** ***
*** ***
Senior Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not agree to miles a year and if that's what he put in the agreement he shouldn't not haveBait and switch
Initial Business Response /* (1000, 5, 2015/11/13) */
November 13,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant
Name: *** ***
Insured Name: *** ***
Policy Number: PAILXXXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Esurance records indicate the above referenced policy was purchased online on September 30, 2015, to be effective November 1, 2015, for a six-month policy termAt the time of policy purchase, Mr*** authorized Esurance to debit his method of payment on file for the full term premium amount of $Also at the time of purchase, Mr*** accepted the terms and conditions of his policy, thereby declaring the information contain in his application is accurate
On November 2, 2015, during the underwriting period, Esurance updated Mr***' policy to reflect the discovery of a prior at fault accidentOn the same date, Mr*** contacted Esurance disputing the prior loss, and provided verification supporting he was not at fault for the prior accidentEsurance updated Mr***' policy to reflect the prior loss as a non-chargeable incident, and issued an Amended PolicyAt the that time, Mr*** requested that his policy to be cancelled effective the date of inceptionPursuant to Mr***' request, his policy was cancelled effective November 1, 2015, and a refund in the amount of $was credited to the insured's method of payment on file
Esurance records confirm that Mr***' policy was updated to reflect the prior not at fault accident, thereby resulting in a premium adjustment due to the loss of the Claim-Free discountPolicyholders who qualify for the Claim-Free discount must have five of more continuous years of driving experience without any accidents or claims in the past five yearsMr*** had not disclosed the prior claim on his application, and with the loss of the Claim-Free discount, reflected a premium adjustment in the amount of $
Mr***' method of payment was charged the initial policy payment of $on September 30, 2015, in accordance with his payment authorizationEsurance strives to provide exceptional *** ***, and apologizes this was not the case for Mr***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I asked for one thing from esurance, a call from someone at a VP level or higher apologizing for wasting my time and ensuring that this is not their operation and that it will not happen to anyone elseSecond, it sounds like they are accusing me of lying on my application, which I did not doIt asked if I had any at fault claims, which I did notThird, they still did not answer why they didn't underwrite the policy when I purchased it and they charged my credit cardExplain to me the last time you went into Kohls, purchased $worth of merchandise, then get a call a month later saying you owe another $150, that's not how business is done
Final Business Response /* (4000, 9, 2015/11/24) */
November 24,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAILXXXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the rebuttal consumer complaint submitted by *** ***
At the time of policy purchase, Mr*** accepted the terms and conditions of his policy, thereby declaring the information contained in his application was accurateThe application requests the policyholder list any accidents or claims in the last three yearsThe application further asks the policyholder if any of the drivers in the household have had an accident or filed a claim (excluding comprehensive claims of up to $1000) in the last five years
The insuring agreement per the policy contract states as follows:
***
PERSONAL AUTOMOBILE POLICY
INSURING AGREEMENT
When "we" agree to issue this policy, and when "we" agree to renew this policy, "we" rely upon the truth and accuracy of the information "you" provide to "us" and the representations made by "you" in "your" Application for this insurance and at the time of each renewal
***
In return for "your" premium payment, "we" agree to insure "you" subject to all of the terms of this policy
***
As previously outlined, a prior nfault accident was discovered on Mr***' driving recordAs such, the Claim-Free discount was removed from his policy, and policy premium adjusted accordingly
On September 30, 2015, Mr*** authorized Esurance to debit his method of payment on file for the full term premium amount of $In effort to ensure that Mr*** is insured at the time of policy inception, and avoid any potential policy lapses, Mr***' method of payment was charged in advance of his policy inception dateIn the event Mr*** was opposed to his payment date, he was welcome to have contacted Esurance at X-XXX-XXX-XXXX to discuss other payment options
Esurance apologizes for any frustration or confusion this may have caused Mr***; however, the premium adjustment was valid, and his full term policy premium was processed in accordance with his payment authorization
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All of my previous points remain valid, I don't need some "compliance analyst" reading me some buried fine print about how they are going to really research my policy a month after they charged me for itAll I asked for was a call from someone at a VP level apologizing for what happened to me but apparently with esurance, that's too much to askso let me be very clear, that is the only way I will close this case as satisfied
Initial Business Response /* (1000, 5, 2015/12/17) */
December 17,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMD-XXXXXXX
Date of Loss: 09/30/
Claim Number: NJS-XXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Property and Casualty Insurance Company, acknowledges receipt of the complaint submitted by Mr*** *** regarding the above referenced claim for a private passenger *** policy
The claim was reported to Esurance by Ms*** *** the claimant on September 30, At that time Esurance initiated an investigation
On October 1, 2015, Esurance attempted to contact Mr***, unfortunately; at that time he was unable to discuss the Facts of the Loss (FOL) and he requested Esurance to call back at a later time
On October 2, 2015, Esurance followed up with Mr*** and requested a statement, but Mr*** refused to provide a statement at that time
On October 6, 2015, Esurance contacted Mr*** and again he requested a call back within ten minutesA follow up call was made and Mr*** requested Esurance call him tomorrow for a statement
On October 7, 2015, Esurance attempted four times to speak with Mr*** in an effort to secure his statement in order to continue with the investigationFinally later on this same day Esurance received a call from Mr*** and Esurance confirmed the name and address for Mr*** prior to obtaining a statement regarding the facts of lossThe statement was secured put Mr*** at-fault for the lossEsurance concluded liability based on his statement
On October 9, 2015, Esurance issued a in the amount of $2,to the claimant party for their damages
Mr*** is contesting the recorded statement that was secured on October 7, 2015, stating that someone impersonated him as he did not give that statementAs part of this investigation, Esurance requested that Mr*** send us phone recordsTo date he has not provided these records for reviewIn a recent conversation with Mr***, Esurance requested his records from September 30, to October 8, Mr*** stated he will retrieve these callsHowever, Mr*** stated that the call that was made will not show up on his records as it needs to be requested through a subpoenaEsurance advised Mr*** that the case will be sent over for additional investigation with the Special Investigative Unit (SIU)Also during this conversation, Esurance requested Mr*** provide another statement as it may aid Esurance with the investigation regarding the claimed Identity Theft/Impersonation; unfortunately, Mr*** had declined
At this time, Esurance will continue to investigate Mr*** allegation of Identity Theft/Impersonation with the assistance of the Special Investigative UnitThe SIU will be reaching out to Mr*** for a statement, photos of his vehicle and phone recordsAll of which Mr*** is required to adhere to as per his policy which is stated under his Duties after an Accident
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to Kimberly Sims, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Claim Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like for this case to remain open until the conclusion of the SIU caseEsurance failed to note that on October 8th I called to give my statementAnd I was told that I had given oneI told them that was not me yet on October 9th they still paid out the claim
Final Business Response /* (4000, 9, 2016/01/15) */
January 15,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMD-XXXXXXX
Date of Loss: 09/30/
Claim Number: NJS-XXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc(Agency") on behalf of Esurance Property and Casualty Insurance Company is in receipt the follcorrespondence regarding the above complaint
Currently Esurance has an ongoing investigation with the Special Investigation Unit (SIU)On December 23, 2015, the investigator contacted Mr*** regarding this lossThe investigator is currently looking into the call to the Baltimore City PD and the cell phone(s) Mr*** may have used, along with securing copies of Mr***' cell phone recordsThe investigator also inquired if Mr*** has filed a police report with the Identity Theft UnitEsurance will continue to follow up as needed with Mr*** to conclude the investigation
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** *** Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Claim Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2016/01/08) */
January 08,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear MsGriffith:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In his complaint Mr*** states that he purchased an Esurance policy online, selected monthly payments, and was charged the full six moth premium all at once
Esurance records reflect this policy was purchased on December 23, 2015, effective that same dateMr*** contacted Esurance after the policy was purchased and advised that he did not want to pay the six moth premium in full and needed a refund issued as quickly as possibleEsurance processed a rush refund at that time and notified Mr*** that is could take a few days due to processing and his financial institution may be closed for the holidays
Esurance has researched this policy and the payment option that was selected at the time of purchase was the pay in full optionEsurance processed the refund as soon as it was requested by Mr***
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Complaint: [redacted]
I am rejecting this response because: I have received VM from Esurance regarding this. Unfortunately it is during normal business hours and I am unable to speak directly to them. One of the VM messages from [redacted] indicated we could "work out payments for reinstatement". That in itself is an unacceptable answer as my policy should not have cancelled in the first place. I had to procure other insurance coverage immediately when this happened, which was a huge hassle and absolutely unnecessary had Esurance owned up to their mistake and reinstated me immediately when the error on their end was discovered. In the process of procuring other coverage, I had to pay a downpayment of $97; which is not a huge amount by any means, but again, an expense I should not have had to incur, but was forced to based on Esurance's refusal to reinstate my policy unless I paid $1,400 to them. At this point as I've stated, I have obtained auto insurance (at a significantly lower rate I might add). The only thing I can ask from Esurance; should they wish to make this right with me; is for them to reimburse me the $97 it cost me to get the new policy. I highly doubt that will happen, and feel like I have to write this one off as TERRIBLE business practice, bordering on fraud in my opinion. I have learned my lesson with this company, and will surely pass my experience on to each and every person I know, urging them to stay far, far away from Esurance.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Please accept this letter as confirmation that Esurance Insurance Services, Inc. (Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer complaint regarding a claim made on a personal automobile policy.
On June 6,...
2016, [redacted] reported a claim to Esurance, confirming that her 2006 Chevrolet Trailblazer had been moved and vandalized. During this initial conversation, [redacted] was advised of her applicable comprehensive coverage and $500 deductible. Per the policy agreement between[redacted] and Esurance,[redacted] elected to carry a $500 deductible, which is the amount she would be responsible for paying in any claim.
An estimate on the 2006 Trailblazer was completed on June 15, 2016, in the amount of $720.76. Payment was issued directly to [redacted] on June 16, 2016, for $220.76, which was the repair costs less her $500 deductible. Subsequent supplements were received and two additional payments were issued: $1,253.27 on July 6, 2016, and $32.50 on July 28, 2016, both made payable to[redacted]. A total of $1,506.53 was issued for damages to the Chevrolet Trailblazer. The damages covered were for the steering column, door glass, and battery. As part of the investigation, Esurance consulted with [redacted] and it was determined that the starter and fan shroud were not damaged by the vandalism and not related to this claim.
Thank you for the opportunity to respond to this complaint.
Sincerely,
[redacted]
Manager Rapid Response
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Complaint: ***I am rejecting this response because:
The reply from Esurance supports the claims that I clearly outlined in my initial complaint. My concerns and expectations remain unaddressed.Sincerely,*** ***
To whom it may concern:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer review regarding the handling of a claim on a personal automobile policy
This loss occurred on January 17, 2018, and was filed with Esurance on January 22, 2018, by Progressive on behalf of MsHodgesThe Esurance adjuster secured a statement from MsHodges on this same date and scheduled her vehicle for inspection at Service King in Lawrenceville
On January 26, 2018, Service King uploaded the estimate and pictures, for $2,After reviewing the estimate, the approved amount was $1,because there was a question as to whether or not the damage to the rear left quarter panel was related to the accidentThe estimate was received with no pictures of the left rear door area to confirm whether or not the damages were relatedEsurance issued payment in the amount of $1,to the body shop on February 1,
MsHodges called Esurance on February 12, 2018, to advise Progressive had accepted the entire estimateEsurance requested pictures from Progressive, who advised they had video only and could not assist us in supporting the damages relating to this loss
MsHodges confirmed on February 19, 2018, that she was going to let Progressive handle her damagesThrough subrogation, if Progressive can provide pictures of the rear door, confirming damage to all panels from the left front fender, front door, rear door, and the quarter panel, Esurance will consider the entire estimateHowever, with lack of support, Esurance cannot consider the damages to the rear panel as related to this lossProgressive has confirmed they are waiving MsHodges deductible so she will not incur any out of pocket expenses
Thank you for the opportunity to respond to this complaint
Sincerely,
Amy ***
Branch Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 6, 2015/06/09) */
June 9,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
W
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the complaint submitted by *** W regarding payment on the above referenced private passenger *** policy
Esurance records indicate that Ms*** purchased this policy on April 30, 2013, to be effective May 1, At the time of purchase, and at each renewal thereafter, Ms*** accepted the terms and conditions of the policy, in which the insured declares that the Policy Declarations Page is accurateAlso at the time of purchase and going forward, Esurance was authorized to charge the method of payment provided for the remaining payments in the policy term in accordance with the payment schedule, as well as all future payments upon renewal or a change to the policy
On January 6, 2015, Ms*** contacted Esurance to notify of her move to the State of ***Ms*** did not have time to discuss the details of her move, but asked that Esurance update her contact information to reflect her move to ***The underwriting department was notified of the out of state address change and Ms***'s New York Policy was scheduled to non-renew effective May 1, 2015, as the insured has moved out of state
On March 16, 2015, Ms*** called Esurance to discuss the notice of non-renewalMs*** told the underwriter that she ended up not moving out of stateMs*** was advised at that time to provide proof of address for her current New York residence
By March 27, 2015, the underwriting team had received acceptable confirmation of residency and updated Ms***'s address information to New York, and reinstated the policySince Ms***'s policy was reinstated, a Renewal Offer was provided and a payment schedule was created showing a renewal down payment of $468.00, due on May 1,
As the policy was now reinstated, Esurance continued to attempt to resolve the identified underwriting concerns on Ms***'s policy and requested clarification regarding business use of the vehicle, as well as a newly discovered, possible additional driver, *** ***Ms*** confirmed that she had closed her business and that her son, *** ***, did not have a driver's license or permit, and was away at school in ***Esurance requested that Ms*** provide a copy of her son's state identification card in order to verify license status
On March 31, 2015, the underwriter sent an email reminder to Ms*** to provide the driver information for her son to verify his license statusThe notice requested that the information to resolve this underwriting concern be submitted for review within ten daysThis notice also stated that if there was no response, the policy could be cancelled, non-renewed, or changes could be made to the policyMs*** spoke with the underwriting team on this same date, in which Ms*** stated again that her son did not have a license or permit and indicated that she would provide the requested information
Esurance did not receive the information from Ms***, therefore, the underwriting team attempted to contact Ms*** by telephone on April 6, 2015, and April 8, 2015, but were unable to speak with herOn April 13, 2015, the underwriter verified that *** *** had a valid driving permit, therefore, he was added as a driver on Ms***'s policyAn email notification was sent to Ms*** notifying her of the change that had been made to her policy, as well as the change in premiumA premium adjustment notice was also sent to Ms*** on this same date, showing the additional amount of $52, for adding her son as a driver on her policy, due on May 1,
Also on April 13, 2015, Ms*** contacted the underwriting team to ask why her son was added to the policy since he was away at schoolThe underwriting team advised Ms*** that since her son was a household member and had a valid permit, he would need to be added as a driver unless he had a vehicle and auto insurance of his own, or was no longer in the householdMs*** was advised to provide school documents showing that her son was away at school
On May 1, 2015, Esurance attempted to collect the renewal payment of $468.00, plus the additional premium due of $526.52, which is a total of $Unfortunately, Ms*** did not provide the requested school documents to remove her son from the policy, elected not to pay the increase in premium for the change made to her policy, and did not make the down payment to renew her policy with EsuranceMs***'s coverage with Esurance expired May 1, 2015, with an outstanding balance of $A final payment notification was issued to advise that this premium was due and was subsequently collected on May 23,
On June 4, 2015, Ms*** provided the requested school documents showing that her son was attending school in *** until May 4, Esurance removed her son from the policy effective the date he was added, which will result in a refund of the additional premium previously collected
Thank you for allowing us the opportunity to respond to this complaintSupporting documentation is available upon request
Sincerely,
*** ***
Underwriting Supervisor
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Business Response /* (1000, 5, 2015/12/01) */
December 01,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
RE:
Case Number:
XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAMN-XXXXXXX
Claim Number: WIS-XXXXXXX
Date of Loss: October 18,
NAIC Number: XXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please be advised that Esurance Insurance Services Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint filed by *** *** regarding a claim on a private passenger *** insurance policy
On October 18, 2015, Ms*** reported that her Buick Lacrosse was stolen while visiting in Chicago, ILMs*** indicted that she is a resident of Minnesota
On October 19, 2015, Esurance spoke to Ms*** and immediately put Ms*** in a rental vehicle due to the circumstances of the lossEsurance also made the decision to reimburse Ms*** the fees associated with obtaining the one way rental back to MinnesotaOur procedure on a theft claim is to do rental on a reimbursement basis, however Ms*** indicated this was an additional expense she did not anticipate therefore as a *** *** gesture Esurance sent her a reimbursement check
Esurance was not aware of the exact location of the vehicleOn October 22, 2015, the police department notified Esurance that the vehicle had been recovered and that the owner had signed a recovery notice and had picked up the vehicleEsurance made continuous efforts to confirm this with Ms*** through phone calls and email
On October 30, 2015, Ms*** contacted Esurance and indicated that she had been tied up at work and did not have the vehicle in her possessionMs*** indicated that she had mailed the keys via UPS Priority mail to a friend in Chicago however the package had not arrivedMs*** said she was working with the post office to locate the packageMs*** advised that she would go to Chicago to pick up the vehicleEsurance made continuous efforts to confirm if Ms*** had secured her vehicle
On November 10, 2015, Esurance contacted Ms*** and she indicated that she was not allowed to pick up the vehicle without the title or registrationMs*** advised Esurance that she did not have either of the documents in her possessionEsurance contacted the Impound Yard and confirmed they would not allow anyone to pick up the vehicle without proof of ownership
Esurance made calls to the lienholder to see if we could obtain a copy or have them send a copy of the title to the Impound yard to have the vehicle released
At this time Esurance has assisted Ms*** with what we can by reimbursing her expenses incurred and supplying the rentalThe concern at hand is that the Impound facility will not release the vehicle without proof of ownershipOnce Ms*** provides the Impound facility with proof of ownership we can assist with getting the vehicle moved to a shop to have an estimate done
Thank you for allowing Esurance the opportunity to respond to this inquiryIf you have any questions or require additional information, please direct any future correspondence to *** ***, Compliance Analyst, at P.OBox 2890, Rocklin, CA, XXXXX or by email to ***@esurance.com
Sincerely,
*** ***
Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/09/30) */
September 30,
Revdex.com
Attention: Dispute Resolution Department
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PAKS-XXXXXXX
Claim Number: DEN-XXXXX
Date of Loss: 08/31/
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above referenced claim for a private passenger *** policy
In his complaint, Mr*** *** is unhappy with the adjuster handling of his claim
Esurance records indicate the above referenced policy was purchased on August 31, 2015, with the same effective date, with a six-month policy term for the full term premium of $1,The policy provided coverage for a Ford Fiesta SE and Mr*** as a single operator
On September 1, Esurance received notice this loss was reported, by the insured, Mr*** ***The insured reported that he had been rear ended and that the other vehicle fled the scene of the accidentMr*** reported that the loss occurred on August 31, 2015, which is the same day he purchased the automobile policyDue to the lack of independent verification of the date and time of loss, and the proximity of the loss to the policy purchase, Esurance issued Mr*** a Reservation of Rights letter informing him further investigation was of this claim is required
In order to help us establish a timeline and verification of Mr***'s story, Esurance requested photographs of the vehicles damage and copies of his cell phone recordsEsurance was informed that Mr***'s the cell phone records would not become available on September 29, Esurance later found that the vehicle was uninsured for at least several weeks prior to the purchase of the Esurance policy
Due to the fact that a loss was reported to occur immediately after the policy was purchased, and there is no independent verification of when the loss occurred, it is imperative that Mr*** cooperate with the ongoing investigation, so that a coverage determination can be madeEsurance continues to await copies of the original photograph files from Mr***, as well as the cell phone records as previous requested
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to ***, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Claims Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Complaint: ***I am rejecting this response because: its pretty much a pack of lies, as expectedlook at the stained, average seats in pictures, look at my faded hood, as they say, no fade at ALL, NONE!!look at the cracked, scratched and damaged dashboardsnobody told me my civic is a total loss except esurancemy civic is an easy repair, nothing is wrong with, its much cheaper to call it a total lossbody shop offered $WRECKED, go figuresame body shop said they can fix it for $2245, but esurance wants the cheap way out! look at the pictures of my car, LOOK IN REPORT at the trash which was used for comparable(last picture), end of story! not wasting any more time giving these crooks engine receiptsmy car is in excellent condition, the report is a intentional lie! LOOK AT THE PICTURES OF MY CAR! im years old and have owned close to or different hondasi paid $for this one because it was like new! look at the seat pictures,,look how average this year old car is,,,,what a bunch of lies!!! the report from CCC is owned by esurance, whom is owned by allstate,,,all three run the same scam reports!!! run the scam on somebody else, I know what my car is worth!! $$2245,,,write the check!!! mpowell, and I quote, when I told him I sent to REAL comparable, which were $and $dollar, he told me the comps must be from boca raton or surrounding areamine out of town comps are no goodi said wpowell, go read your own report you sent me,,,lolone of his comp is from UTAH??? here is a search nationwide by auto trader, look at the results, look at what esurance says my car is worth!!!Price Range of Results civic: Highest: $3,995 | Lowest: $1,700 | Average: $2,848....ESUANCE=$1100....*** NO THANKS
CCC Settles Class Action Suit on Valuation of Total Loss Vehicles
***Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PANCXXXXXXX
Claim Number: FLAXXXXXXX
Date of Loss: August 7,
Insurance Company: Esurance Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Insurance Company is in receipt of the above referenced complaint regarding delays in settlement for a claim made on a private passenger *** policy
Mrs*** submitted a claim to Esurance for damages to an unlisted vehicle reportedly being operated by Mrs*** on Friday August 7, 2015, the same date that the loss occurredAn inspection of the vehicle was completed on Monday, August 10, Esurance received a repair supplement on August 25, 2015, and Mrs*** was notified that payment would be issued directly to her body shopPayment was then mailed the following day
Mrs*** will need to coordinate the authorization and commencement of repairs with her body shopEsurance has not hindered the repair process in any way and payment was issued in a timely manner
Esurance apologizes for any misunderstanding which took place during the handling of this claimEsurance made good faith efforts to pay the claim in a timely fashion, and notify the involved parties of the applicable payments
Sincerely,
*** ***
Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Business Response /* (1000, 5, 2015/10/27) */
October 27,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAAZ-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint
On February 3, 2015, Esurance issued the DriveSense Discount Program notice that indicated the following:
If you opt out of the Program or if your policy is canceled, you must return the Device to usThe device must also be returned after one full policy term of driving data been collectedIf the Device is not returned to us, you may be subject to a re-stocking fee of $per unreturned DeviceIf the fee is charged, it can be refunded or reversed if the device is returned within days of opting out of the Program, within days after one full policy term of driving data has been collected, or within days after your policy cancellation, which ever comes firstA pre-paid return label will be provided to you to return the Device
On September 21, 2015, the insured requested to cancel the policy effective November 9, 2015, and a return label was sent to the insured via email
On October 6, 2015, when the DriveSense Device was not received, Esurance charged the account on file in the amount of $for the restocking fee
On October 9, 2015, the insured contacted Esurance to inquire about the $restocking fee for the DriveSense deviceEsurance indicated that a return label was sent to her and that the fee can be reversed when the DriveSense device is received by Esurance
On October 15, 2015, Esurance received the DriveSense device
A refund of the restocking fee in the amount of $was refunded on October 23,
Esurance sympathizes with the insured's frustration; however, the restocking fee was disclosedEsurance is unable to reimburse the overdraft fees
If you have any additional questions please contact our office
Sincerely,
***
***
Senior Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Dear Dispute Resolution Specialist:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding payment to a
lienholder for a claim made on a private passenger automobile policy
This loss was reported by *** *** on March 12, Esurance scheduled an appraisal this same date, and the vehicle was inspected on March 16, 2018, at Gerber Collision on Metro Parkway in *** ***, FloridaThe total estimate was $8,Based on that amount of damage, it appeared that Mr***s vehicle was a total loss
Esurance spoke with Ms*** on March 19, 2018, and advised her that a review of the estimate would be completed, and if the vehicle was declared a total loss, Esurance would contact her to discuss the settlement process
On March 21, 2018, the assigned adjuster spoke with Ms*** and advised her that their vehicle was a total loss and that Esurance was preparing the total loss evaluation in order to resolve her claim
On March 22, 2018, the material damage representative spoke with Ms*** to advise her that the file had been assigned for re-inspection to reconfirm whether the vehicle was a total lossEsurance re-inspected the vehicle and made the final determination that their car was a total loss
On March 23, 2018, the assigned adjuster spoke with Ms*** confirmed that the vehicle was a total loss, explained the total loss settlement process, and provided Ms*** with the total loss settlement value
On March 26, 2018, the total loss specialist called Ms*** lien holder *** *** *** *** *** *** to secure the letter of guarantee needed to issue payment to themThe representative indicated that they would not provide a verbal loan balanceEsurance sent a written letter of guarantee request via fax to *** that same date
Having not yet received the letter of guarantee, the total loss specialist called *** on April 5, 2018, to check on the statusEsurance was advised by *** ** *** that they were working on letter of guarantee requests from March 24, 2018, and that Esurance would receive the letter of guarantee in 1-business daysEsurance spoke with Ms*** immediately thereafter and advised her of the status of the letter of guarantee
On April 10, 2018, Esurance spoke with Ms*** again and advised her that the letter of guarantee had not yet been receivedEsurance again reached out to *** to check on the status*** at *** advised that they were working on requests from March 27,
On April 12, 2018, Esurance received the letter of guarantee from *** and issued payment to *** *** and *** in the amount of $5,Esurance also issued a payment to Mr.*** in the amount of $one that same dateEsurance spoke with Ms*** to advise her of the payments being issued
On April 13, 2018, Esurance received the power of attorney and odometer statement from Ms*** and the final total loss payment was issued to Mr*** in the amount of $
On April 16, 2018, Esurance spoke with Ms*** to acknowledge her inquiry and to ensure that her claim was now resolvedMs*** indicated that she was under the impression that the lien holder had yet to be paidEsurance confirmed for her that payment had been issued to *** on April 12, 2018, as noted above, and that Esurance reached out to *** again today and was advised by *** that they haven’t yet received the paymentEsurance advised Ms*** that continued calls will be made to *** every day until we have confirmed their receipt of the check and I will call Ms*** to advise her of same
Esurance strives to provide excellent customer service and apologizes that Ms***’s experience has been less than satisfactoryThank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ** *** JrCPCU
Branch Claims Manager
Esurance Insurance Services, Inc.On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/06/15) */
June 15,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
***
Named Insured: *** ***
Policy Number: PA**XXXXXXX
Insurance Company: Esurance Insurance Company of New Jersey
Dear Ms***:
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company of New Jersey, acknowledges receipt of the consumer complaint submitted by *** *** regarding the cancellation of the above referenced private passenger *** policy
Esurance records indicate that this policy was purchased on December 5, 2014, to be effective on this same dateAt the time of purchase, Ms*** accepted the terms and conditions of the policy, which states, "To keep your Policy current and avoid cancellation, your payment must be received by its due date."
Also at the time of purchase, Ms*** opted to pay the insurance premium in monthly installments and authorized Esurance to charge the method of payment provided for the down-payment, as well as all future payments upon renewal or a change to the policyA payment schedule was established for the payment to be due on the fifth of each month
On January 3, 2015, Ms*** contacted Esurance to add a vehicle to the policyDuring this phone conversation, Ms*** requested that the method of payment on file be removedEsurance explained that by revoking payment authorization, payments would no longer be collected automaticallyMs*** was advised to contact Esurance in order to make a payment to the policy to avoid cancellation for non-payment of premium
The payment due on March 5, 2015, was not received, therefore, a Notice of Cancellation for non-payment of premium was issued to be effective on March 25, A payment was not received prior to March 25, 2015, and the policy was cancelledA final invoice was issued showing the outstanding balance of $for the coverage provided between December 5, and March 25,
Ms*** contacted Esurance on March 31, 2015, to make a paymentEsurance did erroneously accept payment for only the outstanding balance due in order to reinstate the policyEsurance also made an exception to backdate the reinstatement of the policy to March 25, 2015, so that Ms*** would not have a lapse in coverage
The non-payment of premium and subsequent cancellation of the policy did delay the Renewal Offer and invoicing for the renewal policyOnce the policy was reinstated, a Renewal Offer was providedThe renewal payment and final installment payment for the current policy term were due on May 5, 2015, as scheduled
On May 5, 2015, a payment was not provided, therefore, a Notice of Cancellation for non-payment of premium was issued to be effective on May 25, A payment was not received prior to May 25, 2015, and the policy was cancelledA final invoice was issued showing the outstanding balance of $for the coverage provided from March 25, to May 25,
Thank you for allowing Esurance this opportunity to respond to the complainant's concernsEsurance is sorry to lose Ms*** as a *** and hopes that Ms*** is able to purchase another policy in the future
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company of New Jersey
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Esurance failed to accommodate myself as the *** especially when recorded phone calls were listened to stating that the policy was paid offThe recorded phone calls were listened to by a supervisor and the supervisor acknowledged that the phone call listened to stated that the representative of Esurance did indeed give myself wrong information of the policy being paid offI have gotten another policy with a credible insurance company and will not be returning to EsuranceI am an EMT for the state of ** and can not afford to have my vehicle without insurance as I respond to calls with my vehicleI a, extremely disappointed with Esurance
Final Business Response /* (4000, 9, 2015/06/24) */
June 24,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PA**XXXXXXX
Insurance Company: Esurance Insurance Company of New Jersey
Dear Ms***:
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company of New Jersey, acknowledges receipt of the consumer rebuttal submitted by *** *** regarding the cancellation of the above referenced private passenger *** policy
As previously stated, Esurance did erroneously accept payment on March 31, 2015, for only the outstanding balance due in order to reinstate the policyEsurance apologizes for any miscommunication during that phone conversation, but the representative did advise that an invoice would be provided within hours for the payment due in MayOn that same date, an invoice was issued for the remaining balance of $due on May 5, Also during that conversation, Esurance made an exception to backdate the reinstatement of the policy to March 25, 2015, so that Ms*** would not have a lapse in coverageEsurance was unable to make further accommodations regarding the unpaid premium as the amount due is for the insurance coverage provided and the current policy term must be paid in full before the renewal term can be issued
Esurance is, however, willing to discuss payment arrangements for the remaining balance dueIf Ms*** would like to pursue this option, she may contact Esurance at X-XXX-XXX-XXXXAgain, Esurance is sorry to lose Ms*** as a *** and hopes that she is able to purchase another policy in the future
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company of New Jersey
Final Consumer Response /* (2000, 11, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be contacting Esurance sometime and will ask to speak to *** the Compliance analystThank you
Initial Business Response /* (1000, 6, 2015/06/11) */
June 11,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite ***
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
***
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the complaint submitted by *** *** regarding the above referenced private passenger *** policy
Ms*** purchased this policy on November 2, 2014, to be effective November 3, At that time, Ms*** was listed as the only driver in the householdMs*** agreed to the terms and conditions of the policy, which declares that all drivers in the household have been listed on the policy, including any regular or frequent operators of the vehicle(s) and that any business or commercial use of the vehicle(s) has been disclosed
On May 27, 2015, Ms*** contacted Esurance to report a loss that occurred on May 25, After the claim was filed, MsCaraballo contacted the *** *** team to have her spouse added as a driver on her policyMs*** provided the first and last name of her husband as *** ***
During the claims investigation, it was discovered that Mr*** (later known as Mr***) was not listed as a driver on MsCaraballo's policy at the time of loss, but may have had regular or frequent use of the insured vehicleA review of the policy was completed and an underwriter discovered another possible driver in the household: *** *** The vehicle usage is also a concern because Mr*** holds a Class E license for taxi or livery ***
Esurance requires all household members to be listed on the policy, unless those household members are unlicensed or have their own insuranceOn May 27, 2015, an email was sent to Ms*** regarding the possible additional driver and usage of the vehicleThe notice requested the information and/or documentation to resolve the underwriting concerns be submitted for review within ten days
On May 28, 2015, Ms*** contacted the underwriting team by telephone to discuss the underwriting concernsMs*** informed Esurance that *** *** was her mother, who lived upstairsAt that time, Ms*** requested that the last name of the listed driver, *** *** be updated to *** ***The Esurance associate provided Ms*** a questionnaire regarding business use of the vehicle and explained that because MsCaraballo's mother has a driver's license and access to her home and vehicle, Esurance would need to add her as a driver or receive proof of other automobile insurance
On June 2, 2015, Esurance reached out to Mr*** to discuss the underwriting concernsSince Mr*** had stated that Luz Caraballo was unable to leave her home and did not wish to provide any information, Esurance offered to do a conference call to assess *** *** ability to drive the insured vehicle to help resolve the potential unlisted driver concerns on the policyMr*** requested that the conference call be completed at a later time and indicated that he would call back later that eveningUnfortunately, neither Mr*** nor MsCaraballo called the underwriting team to complete a conference call with *** *** The business use questionnaire has also not been received
On June 5, 2015, due to the correction of Mr***'s last name, Esurance was able to review and update Mr***'s driving record historyThis policy correction resulted in a premium increase from $1,to $3,MsCaraballo and Mr*** were notified of the change in premium on their policy
On this same date, Mr*** contacted the underwriting team to discuss the change in premiumMr*** had already submitted his complaint to the Revdex.com (Revdex.com) and asked to include the explanation for the premium increase and his objection to the premium increase in the company response to the Revdex.comMr*** also requested to stop any further premium payments to Esurance and requested a review by the Rating Department to ensure that the new premium amount was correctThe Rating Team provided Mr*** and MsCaraballo the requested detail, showing the current premium amount due, and confirmed that it was correct
Again, Esurance requires that all household members be listed on the policy, unless those household members are unlicensed or have their own insuranceEsurance strives to offer excellent *** to all of its customers and apologizes if Mr***'s and MsCaraballo's experience has been less than satisfactory
Esurance appreciates the opportunity to respond to this complaintSupporting documentation is available upon request
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Consumer Rebuttal /* (3000, 8, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On May 27, while processing a rental vehicle, it was discovered that ***, *** *** was inadvertently omittedEsurance apologised, and had the included incdedThe premium remains $1,On June 02, 2015, Esurance contacted us requesting that we have the name of one Mrs Caraballo who lives on Apartment included in our policyWe saw no rationale for this, we explained, and concludedThereafter, on June 05, 2015, We received a notice inflating our premium from $to $3,This we consider too much unreasonableRegards
Final Business Response /* (4000, 10, 2015/06/23) */
June 23,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the consumer rebuttal submitted by *** *** regarding the premium increase of above referenced private passenger *** policy
As previously stated, on May 27, 2015, MsCaraballo contacted Esurance to add her spouse to the policyMsCaraballo provided the first and last name of her husband as *** Elikwu and did not disclose any driving record incidentsUnfortunately, due to the naming discrepancy *** vs***), Esurance was unable to manually verify the driving record at that timeOnce the name was corrected, Esurance was able to verify the driving record and correct the rating of the policy, which caused the premium to increase
Also previously stated, Esurance requires that all household members be listed on the policy, unless those household members are unlicensed or have their own insuranceEsurance needs current insurance verification for *** *** as she resides in the household and may have regular access to the insured vehicleIf MsCaraballo does not have a driver's license, Esurance can review her New York State Identification card to consider her unlicensedIf Ms*** no longer resides at the policy address, Esurance simply needs verification of her new address, such as a current utility bill in her name showing her *** address
Esurance empathizes with any policyholder that experiences a premium increase, however, Esurance is required to following their filed rates and rulesEsurance must treat all policyholders the same and cannot make exceptionsEsurance strives to provide excellent customer service and is sorry if Mr***'s experience was less than satisfactory
Esurance appreciates the opportunity to respond to this complaint
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Final Consumer Response /* (4200, 12, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The name *** Elikwu *** remains as embedded in my Driver LicenseNo aliases as inferred by Esurance
We live in Apartment while *** *** lives in apartment with her familyIt is not a ,
feasible task for us to retrieve any information from her
While thanking Esurance for her empathy, we wish to submit that the reason for the astronomical increase in the policy is related to our inability to furnish Esurance with *** *** particular recordsI guess Esurance knows this to be illegalIt has nothing to do with my driving recordsIf my driving
records were that bad as to warrant such a colossal and counterblow action, NYS would have revoked my license
While not asking, Esurance to make an exception, her present position is not fair to the constituent elementsIt is not the truth, and it will not build goodwill to all concerned
very truly yours
*** ** ***
Initial Business Response /* (1000, 7, 2015/10/28) */
October 28,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In her complaint, Ms*** states that her daughter did a quote to add herself and her vehicle to this policy and Esurance then required her to be added to the policy
Esurance records reflect that Ms*** contacted Esurance on October 02, 2015, and requested a quote to add her daughter and her daughter's vehicle to the policy
On October 07, 2015, Esurance discovered through the use of public records (Lexus Nexus) that we may not have the most current address for Ms*** and that multiple additional drivers may reside in the householdEsurance contacted Ms*** that same date and requested additional information to resolve the underwriting concerns
On October 19, 2015, Esurance added Ms***'s daughter to the policy as we had not received the requested information to resolve the underwing concern
On October 22, 2015, Esurance received the requested information from Ms*** and her daughter was removed from the policy
At this time all outstanding underwriting concerns have been resolved and Ms***'s' daughter is no longer listed on the policy
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 9, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There lying I never contacted Esurance the agent and my daughter called me at workInformation was sent to them I have the confirmation fax each time I sent itThey still didn't answer the question about the excluded driver and they said Michigan did not exclude drivers which I pasted a copy to the emailMrs***
Final Business Response /* (4000, 11, 2015/11/16) */
November 16,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by *** *** regarding the above referenced personal automobile insurance policy
In her rebuttal, Ms*** states that she did not contact Esurance on October 02, Esurance and Ms***'s daughter conferenced called Ms*** on that date
Ms*** also states that Esurance did not offer to exclude her daughter when she asked if it was an available optionEsurance does not have a filed exclusion in the state of Michigan and as such, no exclusion could be offered
At this time all outstanding underwriting concerns have been resolved and Ms***'s' daughter is no longer listed on the policy
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/06/12) */
June 12,
Revdex.com
Attention: *** ***
*** *** Suite ***
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PACA-XXXXXXX
Claim Number: ESU-XXXXXXX
Date of Loss: 02/15/
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint
Esurance records indicate that the insured is not pursuing a claim against her own Esurance policyRather, she was looking for an update on the status of the claim in general
On May 29, 2015, Esurance left a message for Ms*** asking her to contact Esurance if she had additional questions or concerns
On June 1, 2015, Ms*** spoke with the Claims Branch Manager and indicated that all of her questions had been address to her satisfaction
Thank you for the opportunity to address the insured's concerns
Sincerely,
*** ***
*** ***
Assistant Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/11/03) */
November 3,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PACA-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint
At time of policy purchase, the insured indicated that the Corvette was driven miles per yearThe Annual Mileage Verification Form was issued with the policyThis document requested verification of low annual mileage in order to qualify for a special rate
On October 8, 2015, Esurance sent an email to the insured requesting verification of the low annual mileage
On October 14, 2015, the insured contacted Esurance and provided the odometer and annual mileage information to EsuranceThe annual mileage increased based on the information that the insured providedThe premium increased and the insured cancelled the policy effective October 16,
Esurance records indicate that the earned premium in the amount of $was the correct premium to provide coverage from October 1, 2015, through October 16, This premium is $$per day for both vehicles
If you have any additional questions please contact our office
Sincerely,
*** ***
*** ***
Senior Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not say I drove the corvette miles per year in the original conversation
Final Business Response /* (4000, 9, 2015/11/24) */
November 24,
Better Business ***
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PACA-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced additional correspondence
At the time of policy purchase, the insured accepted the terms and conditions of the policyThe insurance application is located within the terms and conditions and states that the vehicle is driven miles annually
The insured can contact *** *** at XXX-XXX-XXXX if she has further questions
Thank you for the opportunity to respond to this additional correspondence
Sincerely,
*** ***
*** ***
Senior Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not agree to miles a year and if that's what he put in the agreement he shouldn't not haveBait and switch
Initial Business Response /* (1000, 5, 2015/11/13) */
November 13,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant
Name: *** ***
Insured Name: *** ***
Policy Number: PAILXXXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Esurance records indicate the above referenced policy was purchased online on September 30, 2015, to be effective November 1, 2015, for a six-month policy termAt the time of policy purchase, Mr*** authorized Esurance to debit his method of payment on file for the full term premium amount of $Also at the time of purchase, Mr*** accepted the terms and conditions of his policy, thereby declaring the information contain in his application is accurate
On November 2, 2015, during the underwriting period, Esurance updated Mr***' policy to reflect the discovery of a prior at fault accidentOn the same date, Mr*** contacted Esurance disputing the prior loss, and provided verification supporting he was not at fault for the prior accidentEsurance updated Mr***' policy to reflect the prior loss as a non-chargeable incident, and issued an Amended PolicyAt the that time, Mr*** requested that his policy to be cancelled effective the date of inceptionPursuant to Mr***' request, his policy was cancelled effective November 1, 2015, and a refund in the amount of $was credited to the insured's method of payment on file
Esurance records confirm that Mr***' policy was updated to reflect the prior not at fault accident, thereby resulting in a premium adjustment due to the loss of the Claim-Free discountPolicyholders who qualify for the Claim-Free discount must have five of more continuous years of driving experience without any accidents or claims in the past five yearsMr*** had not disclosed the prior claim on his application, and with the loss of the Claim-Free discount, reflected a premium adjustment in the amount of $
Mr***' method of payment was charged the initial policy payment of $on September 30, 2015, in accordance with his payment authorizationEsurance strives to provide exceptional *** ***, and apologizes this was not the case for Mr***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I asked for one thing from esurance, a call from someone at a VP level or higher apologizing for wasting my time and ensuring that this is not their operation and that it will not happen to anyone elseSecond, it sounds like they are accusing me of lying on my application, which I did not doIt asked if I had any at fault claims, which I did notThird, they still did not answer why they didn't underwrite the policy when I purchased it and they charged my credit cardExplain to me the last time you went into Kohls, purchased $worth of merchandise, then get a call a month later saying you owe another $150, that's not how business is done
Final Business Response /* (4000, 9, 2015/11/24) */
November 24,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAILXXXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the rebuttal consumer complaint submitted by *** ***
At the time of policy purchase, Mr*** accepted the terms and conditions of his policy, thereby declaring the information contained in his application was accurateThe application requests the policyholder list any accidents or claims in the last three yearsThe application further asks the policyholder if any of the drivers in the household have had an accident or filed a claim (excluding comprehensive claims of up to $1000) in the last five years
The insuring agreement per the policy contract states as follows:
***
PERSONAL AUTOMOBILE POLICY
INSURING AGREEMENT
When "we" agree to issue this policy, and when "we" agree to renew this policy, "we" rely upon the truth and accuracy of the information "you" provide to "us" and the representations made by "you" in "your" Application for this insurance and at the time of each renewal
***
In return for "your" premium payment, "we" agree to insure "you" subject to all of the terms of this policy
***
As previously outlined, a prior nfault accident was discovered on Mr***' driving recordAs such, the Claim-Free discount was removed from his policy, and policy premium adjusted accordingly
On September 30, 2015, Mr*** authorized Esurance to debit his method of payment on file for the full term premium amount of $In effort to ensure that Mr*** is insured at the time of policy inception, and avoid any potential policy lapses, Mr***' method of payment was charged in advance of his policy inception dateIn the event Mr*** was opposed to his payment date, he was welcome to have contacted Esurance at X-XXX-XXX-XXXX to discuss other payment options
Esurance apologizes for any frustration or confusion this may have caused Mr***; however, the premium adjustment was valid, and his full term policy premium was processed in accordance with his payment authorization
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All of my previous points remain valid, I don't need some "compliance analyst" reading me some buried fine print about how they are going to really research my policy a month after they charged me for itAll I asked for was a call from someone at a VP level apologizing for what happened to me but apparently with esurance, that's too much to askso let me be very clear, that is the only way I will close this case as satisfied
Initial Business Response /* (1000, 5, 2015/12/17) */
December 17,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMD-XXXXXXX
Date of Loss: 09/30/
Claim Number: NJS-XXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Property and Casualty Insurance Company, acknowledges receipt of the complaint submitted by Mr*** *** regarding the above referenced claim for a private passenger *** policy
The claim was reported to Esurance by Ms*** *** the claimant on September 30, At that time Esurance initiated an investigation
On October 1, 2015, Esurance attempted to contact Mr***, unfortunately; at that time he was unable to discuss the Facts of the Loss (FOL) and he requested Esurance to call back at a later time
On October 2, 2015, Esurance followed up with Mr*** and requested a statement, but Mr*** refused to provide a statement at that time
On October 6, 2015, Esurance contacted Mr*** and again he requested a call back within ten minutesA follow up call was made and Mr*** requested Esurance call him tomorrow for a statement
On October 7, 2015, Esurance attempted four times to speak with Mr*** in an effort to secure his statement in order to continue with the investigationFinally later on this same day Esurance received a call from Mr*** and Esurance confirmed the name and address for Mr*** prior to obtaining a statement regarding the facts of lossThe statement was secured put Mr*** at-fault for the lossEsurance concluded liability based on his statement
On October 9, 2015, Esurance issued a in the amount of $2,to the claimant party for their damages
Mr*** is contesting the recorded statement that was secured on October 7, 2015, stating that someone impersonated him as he did not give that statementAs part of this investigation, Esurance requested that Mr*** send us phone recordsTo date he has not provided these records for reviewIn a recent conversation with Mr***, Esurance requested his records from September 30, to October 8, Mr*** stated he will retrieve these callsHowever, Mr*** stated that the call that was made will not show up on his records as it needs to be requested through a subpoenaEsurance advised Mr*** that the case will be sent over for additional investigation with the Special Investigative Unit (SIU)Also during this conversation, Esurance requested Mr*** provide another statement as it may aid Esurance with the investigation regarding the claimed Identity Theft/Impersonation; unfortunately, Mr*** had declined
At this time, Esurance will continue to investigate Mr*** allegation of Identity Theft/Impersonation with the assistance of the Special Investigative UnitThe SIU will be reaching out to Mr*** for a statement, photos of his vehicle and phone recordsAll of which Mr*** is required to adhere to as per his policy which is stated under his Duties after an Accident
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to Kimberly Sims, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Claim Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like for this case to remain open until the conclusion of the SIU caseEsurance failed to note that on October 8th I called to give my statementAnd I was told that I had given oneI told them that was not me yet on October 9th they still paid out the claim
Final Business Response /* (4000, 9, 2016/01/15) */
January 15,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMD-XXXXXXX
Date of Loss: 09/30/
Claim Number: NJS-XXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc(Agency") on behalf of Esurance Property and Casualty Insurance Company is in receipt the follcorrespondence regarding the above complaint
Currently Esurance has an ongoing investigation with the Special Investigation Unit (SIU)On December 23, 2015, the investigator contacted Mr*** regarding this lossThe investigator is currently looking into the call to the Baltimore City PD and the cell phone(s) Mr*** may have used, along with securing copies of Mr***' cell phone recordsThe investigator also inquired if Mr*** has filed a police report with the Identity Theft UnitEsurance will continue to follow up as needed with Mr*** to conclude the investigation
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** *** Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Claim Unit Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2016/01/08) */
January 08,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear MsGriffith:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In his complaint Mr*** states that he purchased an Esurance policy online, selected monthly payments, and was charged the full six moth premium all at once
Esurance records reflect this policy was purchased on December 23, 2015, effective that same dateMr*** contacted Esurance after the policy was purchased and advised that he did not want to pay the six moth premium in full and needed a refund issued as quickly as possibleEsurance processed a rush refund at that time and notified Mr*** that is could take a few days due to processing and his financial institution may be closed for the holidays
Esurance has researched this policy and the payment option that was selected at the time of purchase was the pay in full optionEsurance processed the refund as soon as it was requested by Mr***
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Complaint: [redacted]
I am rejecting this response because: I have received VM from Esurance regarding this. Unfortunately it is during normal business hours and I am unable to speak directly to them. One of the VM messages from [redacted] indicated we could "work out payments for reinstatement". That in itself is an unacceptable answer as my policy should not have cancelled in the first place. I had to procure other insurance coverage immediately when this happened, which was a huge hassle and absolutely unnecessary had Esurance owned up to their mistake and reinstated me immediately when the error on their end was discovered. In the process of procuring other coverage, I had to pay a downpayment of $97; which is not a huge amount by any means, but again, an expense I should not have had to incur, but was forced to based on Esurance's refusal to reinstate my policy unless I paid $1,400 to them. At this point as I've stated, I have obtained auto insurance (at a significantly lower rate I might add). The only thing I can ask from Esurance; should they wish to make this right with me; is for them to reimburse me the $97 it cost me to get the new policy. I highly doubt that will happen, and feel like I have to write this one off as TERRIBLE business practice, bordering on fraud in my opinion. I have learned my lesson with this company, and will surely pass my experience on to each and every person I know, urging them to stay far, far away from Esurance.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted]
Please accept this letter as confirmation that Esurance Insurance Services, Inc. (Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer complaint regarding a claim made on a personal automobile policy.
On June 6,...
2016, [redacted] reported a claim to Esurance, confirming that her 2006 Chevrolet Trailblazer had been moved and vandalized. During this initial conversation, [redacted] was advised of her applicable comprehensive coverage and $500 deductible. Per the policy agreement between[redacted] and Esurance,[redacted] elected to carry a $500 deductible, which is the amount she would be responsible for paying in any claim.
An estimate on the 2006 Trailblazer was completed on June 15, 2016, in the amount of $720.76. Payment was issued directly to [redacted] on June 16, 2016, for $220.76, which was the repair costs less her $500 deductible. Subsequent supplements were received and two additional payments were issued: $1,253.27 on July 6, 2016, and $32.50 on July 28, 2016, both made payable to[redacted]. A total of $1,506.53 was issued for damages to the Chevrolet Trailblazer. The damages covered were for the steering column, door glass, and battery. As part of the investigation, Esurance consulted with [redacted] and it was determined that the starter and fan shroud were not damaged by the vandalism and not related to this claim.
Thank you for the opportunity to respond to this complaint.
Sincerely,
[redacted]
Manager Rapid Response
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company